Customer Service Quality Assurance
Resume:
Jessica Rose
*****************@*****.***
Summary Dependable, reliable, motivated individual with over 10 years of extensive managerial, customer service, and sales experience in a fast-paced environment. Highlights Professional and mature / Great attendance record / Dedicated team player / Resourceful / Calm under pressure / Building rapport and trust.
Skills Team Management / Team builder / Attention to detail / Scheduling proficiency / Problem Solving / Customer relations.
Experience
Sept 2017 New England Spas Westborough, Ma.
To April 2024 Call Center Supervisor
• Supervised 16 service field technicians and 4 customer service coordinators who provided hot tub maintenance service to customers in the New England area.
• Monitored high volume incoming and outbound calls for quality assurance purposes.
• Assigned tasks to team members based on their skillset and availability.
• Coordinated service schedules and appointments with technicians and clients.
• Provided support to field technicians during service visits when necessary.
• Provided guidance, training, coaching and mentoring to team members on customer service policies and procedures.
• Conducted performance reviews of my staff and documented results.
• Processed payments from customers for services rendered or products.
• Analyzed customer feedback data to identify trends in customer service issues.
• Implemented strategies to improve customer satisfaction levels.
• Resolved escalated customer complaints in a timely manner.
• Developed processes and systems to improve efficiency within the department.
• Facilitated communication between departments to resolve problems quickly.
• Created detailed reports on quality assurance metrics.
• Prepared monthly reports summarizing current service activities.
• Provided timely feedback to upper management on service issues and customer concerns.
• Monitored inventory levels of parts and supplies needed for services. Dec 2009 Market Basket Billerica, Ma.
To Present Assistant Check Out Manager
• Assist in managing the front-end Department.
• Solve customer issues and concerns at the registers to provide customer satisfaction.
• Assist in the scheduling changes of staff members.
• Work with upper management to create a consistent and appropriate workflow. Education Billerica Memorial High School Billerica, Ma. * High School Diploma References Available upon request
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